Support Engineer - IT Service Desk (3-4 yrs)

Job Summary :

We are seeking a highly motivated and customer-focused Service Desk Support Engineer with 3-4 years of experience to join our IT team. You will be the first point of contact for end-users experiencing technical issues, providing timely and effective support.

This role requires excellent communication skills, strong technical aptitude, and a passion for helping others. You will troubleshoot problems, escalate issues as needed, and contribute to a positive user experience.

Key Responsibilities :

- Incident Management : Receive, log, and categorize incoming support requests (phone, email, chat, self-service portal). Prioritize incidents based on severity and impact.

- Troubleshooting & Resolution : Diagnose and resolve technical issues related to hardware, software, network connectivity, and applications. Provide first-level support and attempt to resolve incidents at the initial contact.

- Escalation : Escalate complex or unresolved issues to appropriate second-level support teams, providing detailed information about the problem and troubleshooting steps taken.

- Knowledge Base Management : Contribute to the knowledge base by documenting solutions, troubleshooting steps, and FAQs. Keep the knowledge base up-to-date and accurate.

- Customer Service : Provide excellent customer service to end-users, ensuring clear communication, empathy, and professionalism. Maintain a positive and helpful attitude.

- Ticket Management : Manage and track support tickets using a ticketing system, ensuring timely updates and resolution.

- Communication : Keep end-users informed about the status of their requests, providing regular updates and estimated resolution times.

- Problem Management : Identify and report recurring problems, contributing to problem management efforts to prevent future incidents.

- Hardware & Software Support : Provide support for desktops, laptops, mobile devices, printers, and other hardware.

- Troubleshoot software installations, configurations, and usage issues.

- Network Support : Assist with basic network troubleshooting, including connectivity problems, VPN issues, and Wi-Fi access.

- Application Support : Provide support for various software applications used by the organization.

- Documentation : Maintain accurate records of support activities, including incident details, troubleshooting steps, and resolutions.

Required Technical Skills :

- Operating Systems : Strong knowledge of Windows and/or macOS operating systems.

- Hardware & Software : Experience troubleshooting hardware and software issues.

- Networking : Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

- Ticketing Systems : Experience using ticketing systems (i.e., ServiceNow, Jira Service Desk).

- Remote Support Tools : Familiarity with remote support tools (i.e., TeamViewer, AnyDesk).

- Microsoft Office Suite : Proficiency in Microsoft Office Suite applications.

Preferred Skills :

- IT Certifications : Relevant IT certifications (i.e., CompTIA A+, Microsoft Certified Professional).

- Scripting : Basic scripting skills (i.e., PowerShell, Bash).

- Cloud Computing : Familiarity with cloud-based services (i.e., Microsoft Azure, AWS).

- Active Directory : Basic understanding of Active Directory administration.

Required Experience & Qualifications :

- Experience : 3-4 years of experience in a service desk or technical support role.

Education : Bachelor's degree in Computer Science, Information Technology, or related field preferred, or equivalent experience.

Personal Attributes :

- Excellent communication and interpersonal skills.

- Strong problem-solving and analytical skills.

- Customer-focused and empathetic.

- Ability to work effectively in a team environment.

- Detail-oriented and organized.

- Ability to multitask and prioritize effectively.

- Proactive and self-motivated